Frequently asked questions
Short answers about procedure review, communication and outcomes.
Does the Case Mediator decide my case?
No. The Case Mediator manages and facilitates the voluntary procedure but cannot decide the merits, determine liability or impose an outcome. Any Early Resolution Recommendation is expressly non-binding.
When is an active case created?
The customer completes and reviews the complaint and declarations, then selects Pay and submit. After the payment provider confirms the displayed fee, the reviewed complaint is submitted automatically for the Case Mediator's eligibility review.
How do the parties exchange confidential content?
Normally through the secure customer or platform portal. Emails contain only short task notices, deadlines and secure portal links.
When is a settlement binding?
Only when the customer and platform separately sign the same versioned Settlement Agreement. An Early Resolution Recommendation and either party's reaction to it are expressly non-binding.